Seasonal Lead Guest Experience Associate

Job Title: Seasonal Guest Experience Lead Associate

Department: Guest Experience, Volunteerism, and Community Engagement

Reports To: Manager of Guest Experience

Hours: Schedule fluctuates based upon the needs of the institution, weekends, nights, and holidays required

FLSA Status: Non-Exempt $19.50 - $21.00

Overview

As Hosts for Newfields, the Guest Experience, Volunteerism, and Community Engagement team members provide exceptional customer service by making all guests feel welcome, cared for, and important. Guests become inspired as they learn all Newfields has to offer. Guest Experience, Volunteerism, and Community Engagement Associates will consistently uphold a high level of efficiency in operations and ensure guest and volunteer engagement standards are met.

The Guest Experience Lead Associate will be an individual with outstanding knowledge and keen intuition of front-line operations at Newfields. They will embody the values at Newfields, including stewardship, inclusivity, service, and excellence. The Lead Guest Experience Associate possesses the ability to assist other teammates, navigate escalated situations with guests, and provide extra support to Guest Experience Leadership through tasks and responsibilities such as ticket programming, documenting inefficiencies and creating solutions, making decisions to assist guests, organizing department tools, and other duties as assigned.

Essential Job Functions

• Lead by example with Newfields Guest Experience service standards and implementation of the Newfields Guest Experience resolution model


• Be well-informed and prepared to share knowledge for answering questions on membership benefits, exhibitions, and events happening on campus


• Provide a pleasant environment by serving as a steward of our facilities and assets, by organizing and procuring needed tools for the team


• Capturing and resolving customer feedback is elevated by all front-line staff


• Lead hands-on training for new staff in the department


• Ability to manage multiple POS systems, including building ticketed events, updating current tickets or merchandise, and resolving issues


• Manage the daily operations of the museum, including opening and closing procedures, organizing breaks, checking in on staff and volunteers, and ensuring proper position coverage


• Assist with special exhibitions (Harvest and Winterlights), including knowledge of ticketing and frontline operations


• Work with Guest Experience and Volunteerism management to implement team member appreciation plans


• Continuing to cultivate the relationship between volunteers and Guest Experience, including volunteer follow-up and engagement. 


• Report all incidents, accidents, or medical emergencies as required. Respond to emergencies, such as medical and alarms, such as fire and intrusion, by following emergency response procedures


• Strong written and verbal communication skills. Write reports of daily activities and irregularities such as equipment or property damage, theft, presence of unauthorized persons, or unusual occurrences

Other duties may be assigned. To perform the job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required Skills

• Strong written and verbal communications


• Extremely personable, positive, and approachable


• Holds current Indiana alcohol employee permit or can obtain one


• Ability to lift up to 50 pounds

Education and/or Experience

• High School Diploma/GED and two years of prior customer service experience